Coffee Hit
Policies and Procedures
Purchase with Confidence
We aim to provide you with useful advice in order for you to purchase the product that best suits your needs. We want you to make the right decision on your first purchase. Our advice will always be unbiased and without pressure to buy.
Returns Policy
We understand that purchasing equipment is expensive. That is why we offer impartial advice before you purchase but if for some reason you unhappy with your purchase within the first 30 days from the delivery date you may return your item for a refund. This excludes perishable items. Please call if unsure. The product must be received to us in an unused and re-saleable condition. It must include all accessories, manuals, packaging etc. Also include the original invoice. If any items are missing the cost of the missing items will be deducted from the refund.
Before returning an item a Return Authorisation number must be obtained from us. This number is to be written clearly on the top of the invoice.
You are responsible for the cost of shipping the item back to us. Unless the item delivered was not correct or faulty.
You will receive your refund within ten business days from the time we receive the item back and have confirmed that the item is in a re-saleable condition, i.e. as new.
Please note there maybe a 5% restocking charge on returned items.
Our 30 day returns policy only applies to home consumer machines and grinders. For example it does not include:
• Commercial and office espresso machines and grinders
• Commercial and office coffee brewers
• Cups, spoons etc
• Parts and accessories
• Coffee and other consumables
• All other products unless stated
Please call to verify.
Note: Customers have three days from receipt of goods to notify of any errors or omissions.
Returns Address
Coffee Hit Ltd
14 High Street
Chislehurst
London BR7 5AN
Returning Coffee and other Perishables
You have the right to return items up to 7 days from date of delivery. We cannot accept opened or used foodstuffs unless the product was not of satisfactory quality. You are responsible for the cost of shipping the item back to us. Unless the item delivered was not correct or faulty.
Payment
We accept all major credit and debit cards. We also accept bank transfer and personal cheques. Be aware that goods will be shipped once payment has cleared. If your payment has not cleared within 14 days we reserve the right to cancel your order.
We will not debit your account until the goods are shipped. You will receive a confirmation email once your item as been shipped and payment taken.
We also accept company cheque and Paypal.
Cancelling Orders
If your order has not been dispatched you can cancel your order for a full refund. If your order has been dispatched it will be treated as a return.
VAT
All our prices include VAT where applicable and exclude shipping. Full cost will be calculated at checkout.
Coffee Machine and Grinder Warranty
Your warranty covers replacement parts and labour to correct defects in materials and workmanship for a period of one year (unless stated) from delivery date. The warranty does not cover general wear and tear on products. Examples include gaskets, grinder burrs, filters and plastic parts.
If the customer is willing to try replacing a damaged part themselves then we are here to help and assist the process. We may be able to diagnose the problem over the phone and assist in fixing the problem. Just give us a call.
Your warranty may be voided if the following occurs:
• Damage due to lime scale build up. This is the most common fault with machines. When you purchase your machine we will go through all the options available to reduce lime scale build up in your machine.
• Damage due to misuse, modification or accident.
• Damage due to workmanship carried out by anyone other than Coffee Hit
• Damage occurring due to not following maintenance guidelines from both the manufacturer and Coffee Hit’s guide that were both supplied with your machine.
• Damage resulting from using machine outside recommended environment. An example would be using a home–espresso machine in a retail or commercial environment.
Commercial customers are to call Coffee Hit to arrange service whilst under warranty. Coffee Hit will arrange for an engineer to come to your location as a priority.
Warranty on all grinders is back to base. The customer pays to ship the grinder to us and then we ship the fixed grinder back to you.
Home Users
For the first 30 days we will cover the cost of shipping the item to us and back to you.
We will inspect the machine and if it is found to be operator error, i.e. the machine is in working order the customer must pay for return shipping.
After 30 days the customer must pay for shipping both ways.
Training
The offer for training is available to all commercial 2,3 and 4 group machines purchases and also where indicated. You have 30 days from delivery of product to accept the offer of training. A day will be arranged at your earliest convenience subject to the course schedule at the London School of Coffee. It does not include transfer to or from the School.
All orders are subject to availability.
